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"ABSTRAK<>br>Laporan ini akan mengevaluasi eksternal dan internal dari pada lingkungan fisik jasa sebuah perusahaan bernamakan Vigorous, dengan menggunakan model Bitner 1992 sebagai acuan utama. Laporan ini akan berisikan Analisa tentang lingkungan fisik jasa eksternal yang dimana lokasi, dan lingkungan sekelilingnya menjadi focus daripada hal ini. Kedua, factor internal daripada lingkungan fisik jasa Vigorous akan dibahas pula dengan focus utama pada lingkungan sekitar internal, ruang dan kegunaannya, simbol, tanda, dan benda-benda lainnya. Kemudian, laporan ini juga akan mencangkup tentang konsistensi perusahaan jasa Vigorous tentang memposisikan dirinya sebagai brand terhadap komponen-komponen perusahaan lainnya. Penemuan dari laporan ini akan dijelaskan lebih rinci dan merupakan hasil dari observasi terhadap konsumen juga dari wawancara terhadap beberapa karyawan perusahaan. Diakhir laporan ini akan dijelaskan pula tentang rekomendasi yang relevan untuk perusahaan agar dapat meningkatkan performa secara keseluruhan.

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ABSTRACT<>br>This report will evaluate Vigorous both external and internal servicescape by using Bitner 1992 servicescape model as a primary framework. The report will firstly contain an analysis about Vigorous external servicescape along with its location and surrounding environment. Secondly, a detailed analysis of its internal servicescape will be touching on several environmental dimensions, which consists of ambient conditions, space functionality, and sign, symbols artifacts. Thus, the report will be analyzing the consistency of Vigorous positioning compared to these servicescape elements. The findings of this report will be derived from a consumer observation and a small interview with some of the employees and staff. Furthermore, detailed recommendations that are proposed in this report are directed towards Vigorous in order to improve their performance which can be achieved through its servicescape."

"[This research was intended to examine the critical role of ambient-condition factors in the formation of overall image, customer satisfaction, and loyalty intentions. Theresults of the research was taken from a sample of 156 luxury hotel customers in Jakarta to demonstrate the influence ambience conditions factors have on theformation of overall image, customer satisfaction and loyalty intentions. Odor/Aroma was found to be the most significant ambience factor which affected overall image while on the other end of the spectrum, Air Quality showed to be insignificant. Regarding Customer Satisfaction, Noise/Sound level was the most significant with Music factor being second with mere differences. Air Quality wasagain found to be insignificant in influencing Customer Satisfaction. Furthermore, Overall Image and Customer Satisfaction was found to positively influence customers’ Loyalty Intentions in the hotel industry.

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.Penelitian ini bertujuan untuk menguji peran penting dari faktor ambient-conditions dalam pembentukan overall image, customer satisfaction dan loyalty intentions. Hasil penelitian ini terambil dari 156 sampel pelanggan hotel di Jakarta untuk menunjukkan pengaruh ambient-conditions terhadap pembentukan overall image, customer satisfaction dan loyalty intentions. Bau /Aroma ditemukan menjadi faktor suasana paling signifikan yang mempengaruhi citra keseluruhan. Di sisi lain, Kualitas Udara menunjukkan bahwa factor terebut tidak signifikan. Mengenai customer satisfaction, Tingkat Kebisingan dan Musik adalah faktor-faktor yang sangat signifikan. Kualitas udara ditemukan lagi tidak menjadi factor yang signifikan dalam mempengaruhi customer satisfaction. Selanjutnya, ditemukan bahwa Overll Image dan Cucstomer Satisfaction menjadi predictor yang positif terhadap kedua Loyalty Intentions di dalam industri perhotelan., This research was intended to examine the critical role of ambient-condition factors

in the formation of overall image, customer satisfaction, and loyalty intentions. The

results of the research was taken from a sample of 156 luxury hotel customers in

Jakarta to demonstrate the influence ambience conditions factors have on the

formation of overall image, customer satisfaction and loyalty intentions.

Odor/Aroma was found to be the most significant ambience factor which affected

overall image while on the other end of the spectrum, Air Quality showed to be

insignificant. Regarding Customer Satisfaction, Noise/Sound level was the most

significant with Music factor being second with mere differences. Air Quality was

again found to be insignificant in influencing Customer Satisfaction. Furthermore,

Overall Image and Customer Satisfaction was found to positively influence

customers’ Loyalty Intentions in the hotel industry.]"

"ABSTRAKPenelitian ini tentang pengaruh komponen ambient conditions yang terdiri dari Lighting and Colour pencahayaan dan pewarnaan , Size and Shape Perception persepsi luas dan bentuk , dan Noise and Music Kebisingan dan Musik terhadap kondisi emosi pelanggan dengan pendekatan unipolar, kepuasan konsumen dan keinginan berperilaku dari pelanggan restoran. Penelitian ini menggunakan teori perilaku konsumen, dengan memakai tiga elemen dasar dalam analisis konsumen yaitu, afeksi dan kognisi, lingkungan konsumen dan perilaku terbuka konsumen. Penelitian ini menggunakan data kuesioner dari 124 responden pelanggan restoran Foodrink House, menggunakan metode regresi Multivariate General Linear Model dan Univariate General Linear Model dengan software SPSS 16.0. Hasil Penelitian menunjukan bahwa ambient conditions mempunyai pengaruh yang signifikan terhadap kondisi emosi seseorang, dan kondisi emosi seseorang mempunyai pengaruh yang signifikan terhadap kepuasan pelanggan, analisis selanjutnya menunjukan kepuasan pelanggan mempunyai pengaruh signifikan terhadap keinginan berperilaku seseorang.

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ABSTRACTThis study examines the effect of component ambient condition consist of Lighting and Colour, Size and Shape Perception, and Noise and Music on consumer emotional state with unipolar approach, customer satisfaction and behaviour intention in restaurant customer. This study refers to consumer behaviour theories using three basic elements for consumer analysis, which contain, affection and cognition, consumer environtment and overt consumer behaviour. This study uses questionnaire data of 124 respondents from Foodrink House restaurant and was proccessed with SPSS 16.0 software using Multivariate General Linear Model dan Univariate General Linear Model regresion method. The result of this study explains that ambient conditions have significant effect with emotional state of a person, and emotional state of a person have significant effect with customer satisfaction, futher analysis showed that customer satisfactions have significants effects with consumer behaviour intention."